Job Description

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)
As part of our Customer Experience & Contact Centre Solutions team, you will join a collaborative group of experts dedicated to helping organisations transform how they engage with customers and deliver exceptional service at scale.

The CX Technology Consultant plays a pivotal role in advising enterprise and government customers on their Customer Experience (CX) and Contact Centre as a Service (CCaaS) transformation journeys. Working across traditional contact centre technologies, Conversational AI, Agentic AI, workforce engagement, and digital customer experience platforms, you will help customers realise greater value from their technology investments while improving business performance and customer outcomes.

Acting as a trusted advisor, you will engage with business and technology stakeholders to understand organisational objectives, operational challenges, customer experience pain points, and existing technology landscapes. Through discovery workshops, assessments, and stakeholder engagement, you will uncover opportunities to improve customer satisfaction, increase operational efficiency, reduce cost to serve, and enhance employee experiences.

Using these insights, you will define and shape strategic roadmaps that enable customers to transition from their current state to a clearly defined future state. This roadmap will focus on optimising existing investments, increasing adoption of underutilised platform capabilities, and identifying opportunities to leverage advanced CX technologies to achieve measurable business outcomes.

A key component of the role is helping customers harness the power of Artificial Intelligence and automation. You will identify and design solutions that leverage Conversational AI, Agentic AI, intelligent virtual assistants, agent assist technologies, knowledge management, analytics, and workflow automation to solve business challenges, improve service delivery, automate repetitive processes, and reduce operational costs.

Working closely with customers, technology partners, architects, and delivery teams, you will translate business requirements into practical, scalable solution designs and guide customers through the implementation process. From strategy and roadmap development through to deployment and adoption, you will help ensure solutions deliver their intended value and support customers in achieving their desired future state.

What you’ll do

As a CX Technology Consultant, you will be focused on:

• Evaluate customer business needs and contribute to strategic planning.

• Identify risks, issues, and follow-on business opportunities.

• Design and develop solution blueprints, reference architectures, and technical proposals for AI enabled contact centre transformations.
• Assist with implementation, testing, training, and deployment activities.
• Identifying and implementing Agentic and Conversational AI solutions and automating processes where they deliver tangible customer value.

• Prepare and maintain system and solution documentation.

• Recommend development, maintenance, and system standard improvements.

• Train users during system implementation and transition activities.

• Liaise with customers during installation and testing phases.

• Assist with sales proposal preparation.

• Identify additional customer opportunities for products and services.

• Provide technical guidance and advice where required.
• Contributing to thought leadership whitepapers, presentations, or internal knowledge sharing.
• Supporting pre-sales and solution shaping activities for enterprise and government customers

We are an agile company, responsive to customer stakeholder’s changing technology requirements — meaning our roles evolve to meet those needs.

What you’ll bring

Required experience:

• Broad experience across Customer Experience (CX) solution design
• Proven track record in CCaaS platforms such as Genesys Cloud, NICE CXone, Twilio Flex, or Amazon Connect – with experience creating or integrating AI/ML capabilities into these environments.
• Hands-on experience designing and deploying Conversational AI solutions including virtual agents, intelligent IVR, NLU/NLP frameworks and workflow automation within contact centres.
• Experience with Large Language Models (LLMs) and Generative AI applied to customer-facing use cases (e.g., summarisation, intent classification, knowledge retrieval)
• Familiarity with API-driven integrations between AI platforms and CCaaS/CRM systems
• Demonstrated understanding of Agentic AI – including autonomous task orchestration, intent-driven dialogue management and IA-assisted agent copilots within the CX domain.
• Strong consultative skills in mapping customer journeys and delivering transformation strategies.

Nice to have:

• Familiarity with AI platforms like Cognigy, Verse.ai, Cresta, Microsoft Power Automate and Dynamics Power Automate
• Experience working with large-scale enterprise and government environments.
• Exposure to multi-partner technology ecosystems
• Knowledge of design and delivery of cloud-based customer platforms globally

Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It’s our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You will have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges. You will get access to cutting-edge AI tools, innovation labs and certification support, so you will never run out of interesting new challenges and opportunities to develop and improve your skills.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.